Shipping policy

Effective Date: July 25, 2026
Last Updated: August 8, 2026

Thank you for choosing Phoenix Crafted. Every order is carefully handcrafted, packed, and shipped with attention to detail. This Shipping Policy explains our order-processing times, carrier transit estimates, shipping methods, local pickup options, and procedures for damaged, delayed, or lost shipments.

1. Business Information

Main Business and Mailing Address

Phoenix Crafted
4616 Beth Rd.
Greensboro, NC 27406
United States

This is Phoenix Crafted’s primary business and mailing address. It is not a public retail or customer pickup location unless arrangements have been made in advance.

Physical Storefront

Phoenix Crafted
535 Nelson St. #28
Kernersville, NC 27284
United States

The Kernersville location is our public physical storefront. Store visits, pickups, and in-person services are available during posted business hours and according to any applicable pickup instructions.

2. Order Processing

Order processing time is the time Phoenix Crafted needs to prepare, package, and hand your order to the shipping carrier. It does not include the carrier’s delivery or transit time.

All standard, non-custom orders are normally processed within two business days after the order is placed.

During sales, holidays, special events, product launches, or other high-volume periods, standard orders may require up to three business days to process.

Business days exclude:

  • Saturdays

  • Sundays

  • Federal holidays

Processing time may also be affected by severe weather, inventory issues, address problems, payment verification, or other circumstances that prevent us from preparing an order safely or accurately.

Processing Times

Order Type

Estimated Processing Time

Standard candles, wax melts, tealights, votives, gift sets, and other non-custom products

Within 2 business days

Orders placed during sales, holidays, events, launches, or high-volume periods

Within 3 business days

Personalized or custom products

Timeline provided during ordering

Large custom or wholesale orders

Timeline provided in the individual quote or agreement

Custom, personalized, and wholesale orders are not covered by the standard two-business-day processing period.

If additional processing time is required, Phoenix Crafted will make a reasonable effort to contact you with an updated estimated shipping date.

3. Processing Time Versus Transit Time

Processing time and transit time are separate.

Processing time begins after your order is placed and covers the time Phoenix Crafted needs to prepare, package, and transfer the order to the carrier.

Transit time begins after the shipping carrier accepts the package and covers the time the carrier needs to transport it to the delivery address.

For example, an order may require up to two business days to process and then an additional two to five business days for standard U.S. delivery.

The estimated delivery date shown at checkout may include both processing and transit time, depending on the shipping service and checkout system.

4. Shipping Methods

Orders ship using trusted carriers, which may include:

  • USPS

  • UPS

  • FedEx

Available shipping services are displayed during checkout.

Tracking information is normally emailed after a shipping label is created. The tracking status may not update until the carrier scans and accepts the package.

Creating a shipping label does not necessarily mean the package is already in transit.

5. Shipping Rates

Phoenix Crafted uses order-value-based standard U.S. shipping rates.

Standard U.S. shipping charges are based on the qualifying merchandise subtotal after discounts and before taxes:

Qualifying Merchandise Subtotal Standard U.S. Shipping Rate
Under $15.00 $3.95
$15.00–$29.99 $5.95
$30.00–$49.99 $7.50
$50.00 or more Free

These rates apply to standard U.S. shipping unless a different rate or promotional offer is shown at checkout.

Expedited shipping, international shipping, and any other optional shipping services may be priced separately based on the destination and carrier service selected.

Free U.S. Shipping

Phoenix Crafted offers free standard U.S. shipping on qualifying orders of $50 or more after discounts and before taxes, unless different terms are stated during a promotion.

The free-shipping threshold is determined using the qualifying merchandise subtotal after discounts and before taxes. Taxes, gift cards, and other non-qualifying charges do not count toward the $50 threshold unless expressly stated otherwise.

6. Estimated Transit Times

The following estimates apply after the order has been processed and accepted by the shipping carrier.

Shipping Method

Estimated Carrier Transit Time

Standard U.S. shipping

Approximately 2–5 business days

Expedited shipping

Based on the carrier service selected

International shipping

Generally 7–21 business days

Transit estimates are provided by the shipping carrier and are not guaranteed.

Weather, holidays, customs inspections, transportation disruptions, staffing issues, incorrect addresses, and other circumstances outside Phoenix Crafted’s control may extend delivery times.

7. Warm-Weather Shipping

Candles and wax products may soften during periods of extreme heat.

During warmer months, Phoenix Crafted may:

  • Adjust shipping schedules

  • Hold a shipment briefly to avoid excessive temperatures

  • Use additional protective packaging when appropriate

A weather-related shipping adjustment may extend the normal processing period. We will make a reasonable effort to notify you when a significant delay is necessary.

If your candle or wax melt arrives soft, allow it to return to room temperature before opening or using it. Minor cosmetic changes caused by heat generally do not prevent the product from being used as intended.

8. International Shipping

Phoenix Crafted currently ships to select international destinations when international shipping is available during checkout.

International customers are responsible for applicable:

  • Customs duties

  • Import taxes

  • Brokerage fees

  • VAT

  • Other government-imposed charges

These charges are determined by the destination country and are not included in the product price or Phoenix Crafted shipping charge unless expressly stated.

International transit times vary and may be extended by customs processing.

9. Address Accuracy

Please review your shipping address carefully before submitting your order.

Contact Phoenix Crafted as soon as possible if an address needs to be corrected.

We will make every reasonable effort to accommodate address changes, but we cannot guarantee that an address can be changed after an order has entered processing, been packed, or been transferred to the shipping carrier.

Orders returned because of an incorrect, incomplete, or undeliverable address may require additional shipping charges before they can be reshipped.

10. Order Tracking

When your order is prepared for shipment, you may receive an email containing:

  • Shipping confirmation

  • Tracking number

  • Carrier information

Tracking is usually sent when the shipping label is created. It may take additional time for the carrier to accept and scan the package.

Please allow the applicable processing period before contacting Phoenix Crafted about missing tracking information:

  • Up to two business days for standard orders

  • Up to three business days during sales, holidays, events, launches, or other high-volume periods

  • The separately provided timeline for custom, personalized, or wholesale orders

Please also check your spam or junk folder.

11. Damaged, Incorrect, or Melted Orders

Please inspect your order promptly after delivery.

Contact Phoenix Crafted within seven days of delivery if your shipment arrives:

  • Damaged

  • Severely melted

  • Incomplete

  • With an incorrect item

Please include:

  • Your order number

  • A description of the issue

  • Photos of the affected product

  • Photos of the shipping box

  • Photos of the interior packaging

  • A photo of the shipping label, when requested

Please keep the product and all original packaging until the claim has been reviewed.

Depending on the circumstances, Phoenix Crafted may offer an appropriate resolution, such as:

  • Replacement

  • Comparable substitute

  • Store credit

  • Refund

The available resolution will depend on the nature of the issue, product availability, and the results of the claim review.

12. Lost or Delayed Packages

Contact Phoenix Crafted if your package appears significantly delayed or lost in transit.

We will work with the shipping carrier when appropriate to investigate the shipment and determine the available next steps.

After a package has been accepted by the carrier, delivery timing and handling are largely outside Phoenix Crafted’s direct control. However, we will provide reasonable assistance throughout the carrier claim or investigation process.

13. Packages Marked Delivered

If tracking indicates that your package was delivered but you cannot locate it:

  1. Check around your property, including side doors, porches, mail areas, garages, and other protected locations.

  2. Check with household members, neighbors, building staff, or property managers.

  3. Contact the shipping carrier.

  4. Contact Phoenix Crafted if you still need assistance.

Carriers may occasionally mark packages as delivered before the final physical drop-off. We recommend allowing 24–48 hours before reporting the package as missing unless there is evidence of theft or another urgent concern.

14. Local Pickup

Eligible orders may be picked up at the Phoenix Crafted Kernersville storefront when pickup is offered during checkout or separately arranged with us.

Pickup instructions will be provided after the order has been processed and is ready.

Please do not arrive for pickup before receiving a ready-for-pickup notification.

The Greensboro business and mailing address is not a customer pickup location unless pickup has been specifically arranged in advance.

15. Phoenix Crafted 14-Day Scent Swap Guarantee

Shopping for fragrance online should feel more comfortable and flexible.

Eligible candles, wax melts, tealights, and votives may qualify for the Phoenix Crafted 14-Day Scent Swap Guarantee.

To qualify:

  • Contact Phoenix Crafted within 14 days of confirmed delivery.

  • Receive approval before returning the product.

  • A candle must have been burned no more than once.

  • No more than one wax-melt cube or piece may have been used.

  • No more than one tealight or votive may have been burned.

  • The remaining product must be in good condition.

Unless the original shipment was damaged or incorrect:

  • The customer is responsible for return shipping.

  • Original shipping charges are not refundable.

  • One approved scent swap is permitted per eligible item.

The Scent Swap Guarantee generally does not apply to:

  • Custom products

  • Personalized products

  • Discovery sets that are specifically excluded

  • Clearance products

  • Final-sale merchandise

  • Products that have been heavily used, damaged, or altered

Complete eligibility requirements and terms are available on the Phoenix Crafted Shipping and Scent Swap page.

16. Shipping Restrictions

Phoenix Crafted reserves the right to delay, decline, or cancel a shipment that:

  • Cannot be shipped safely because of extreme weather or temperature conditions

  • Violates applicable shipping regulations

  • Requires documentation or services Phoenix Crafted cannot legally provide

  • Cannot be delivered using available carriers

  • Contains an address that cannot be verified or serviced

  • Presents a suspected fraud, payment, or security concern

When an order is canceled by Phoenix Crafted before shipment, any applicable refund will be issued according to the payment method and order circumstances.

17. Questions?

We're always happy to help.

Phoenix Crafted

📧 Email: Phoenix@Phoenix-Crafted.com

📞 Phone: (336) 501-4286

🌐 Contact: phoenix-crafted.com/pages/contact-phoenix-crafted-for-custom-orders-gifts-questions

Thank you for supporting Phoenix Crafted and choosing handcrafted home fragrance made with care.